What is a Customer Journey Map?

The customer journey map illustrates which touchpoints a customer has with a company and what the expectations of this interaction are.

The customer journey map visualizes all encounters between the customer and the company. By identifying the current and potential points of contact, the customer journey is defined.

The customer journey map helps to show where weaknesses still exist and indicates the customer's expectations in the individual stages of the customer journey.

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The marketing tool thus helps to optimize every interaction and guide the customer efficiently through the buying process.